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Leadership: How Do You Give Good Directions?

I’m sure you and your staff have set SMART goals: specific, measurable, action-oriented, realistic, and timely. The next step is critical: giving good directions.

The key to giving good directions is to know what you want.

Clarify the task in your mind, even visualizing the process and what the finished product or task will look like. Mentally […]

Leadership: How Do You Give Good Directions? 2017-09-20T14:51:41+00:00

Customer Service: What If I Make A Mistake?

We hear about organizations that let their employees have fun and engage with their customers over the phone or online. You probably have lots of fun ideas to enhance your relationships with your customers. Sometimes people resist trying anything new because they don’t want to make any mistakes.

Years ago I read a book that took […]

Customer Service: What If I Make A Mistake? 2017-09-20T14:48:50+00:00

Customer Service: How Do We Create A World-Class Customer Service Culture?

We sure hear a lot about organizational culture. It would be nice if people were nicer to each other at work. I believe these interactions between coworkers affect customer service.

One of my favorite books on customer service is “Great Customer Service On the Telephone” written by Kristin Anderson. The book recommends that […]

Customer Service: How Do We Create A World-Class Customer Service Culture? 2017-01-08T20:54:20+00:00

Customer Service: What About Business Cards?

I think so, but be sure to consider improving your business card and how you use it. In a great book entitled, “50 Ways to Win New Customers” written by Paul Timm, recommends that we give more than just a business card.

Here are some of the tips:

Have your card designed to include […]

Customer Service: What About Business Cards? 2016-12-28T16:51:35+00:00

Customer Service: What Does Trust Have To Do With It?

There is a lot of talk about trust these days. Every time I stop by a bookstore there is another book on trust on the shelves. Now there is all this fuss about fake news. It’s frustrating. In every organization trust is an issue.

Trust is a big deal when it comes […]

Customer Service: What Does Trust Have To Do With It? 2016-12-28T16:51:35+00:00
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